Expertiential Design
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Can a Social Business Help Improve the Customer Experience?

Can a Social Business Help Improve the Customer Experience? | Expertiential Design | Scoop.it

"The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren't listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by."

 

"While some form of social in any enterprise setting is now commonplace, just because you add a social feature to your application doesn't mean that you have transformed into a social business and are succeeding in using social to improve the customer experience."

 

"Doing social for social sake won’t get you anywhere. Organizations must move beyond a social checklist and truly understand how to connect, collaborate and improve customer experiences and then act." By John Newton, (@johnnewton)

 

Read more: http://www.cmswire.com/cms/social-business/the-customer-centric-social-business-is-going-to-happen-021346.php


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streetsmartprof's curator insight, July 8, 2013 9:47 AM

John's article is more around the "what and why". Starting from the top and working down towards the "how", without getting into the details.

 

His thought process around how a B2B company may need to transform to revolve around the customer while using social tools seems dead on to my experience over the years.

 

Think about it this way. In the past, the "main voice" of the customer was gathered in round about ways and was always filtered, some way, some how. Instant insights into what customers liked or disliked around products, features and capabilities from their own words was slow to come to the table.

 

Now a person can listen in directly to customer and prospect dialogues around their company products and brand. Hearing directly from those who are active on social sites. (Which is never all of the customer base and may not be a majority today in many industries.)

 

Truely listening to the customer voice allows companies to begun the transition to a company who connects and collaborates with their customers in real time. Something which was more difficult to do in years past.

 

If your customers and prospects are active on social sites their insights, ideas and suggestions can help improve the overall customer experience for others.

Judith Jassogne's curator insight, July 10, 2013 4:01 AM

I say it every day, but so difficult in public organizations... 

Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Impact Mapping - How to make an impact with your product

Impact Mapping - How to make an impact with your product | Expertiential Design | Scoop.it
Impact Mapping is a game-changing method that can improve the way many teams build products. This blog post describes the way how to use this technique.

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Design Sprints Are Snake Oil – Research Things

Design Sprints Are Snake Oil – Research Things | Expertiential Design | Scoop.it
A design sprint is a five-day intensive process intended to solve tough business problems using design approaches. Their creator, Jake Knapp, a designer with Google Ventures, promises fast, tangible…

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About Lean Branding

About Lean Branding | Expertiential Design | Scoop.it
Lean Brand development is optimized for disruptive brand-formation for innovative organizations. It centers around experimentation, iteration, and the elimination of branding waste.

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Usability Matters: #ServiceDesign Heuristics Field Guide (download possible)

Usability Matters: #ServiceDesign Heuristics Field Guide (download possible) | Expertiential Design | Scoop.it
Really excited to introduce a fun, easy to use field guide for analyzing service experiences! This brilliant workbook is packed with exercises that provide structure for anyone who wants to apply design thinking to service experiences. How are are you currently reviewing your services? Do you truly understand the ways in which they are connected?…
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Shape Magazine: How to Use #DesignThinking to Hit Goals

Shape Magazine: How to Use #DesignThinking to Hit Goals | Expertiential Design | Scoop.it
There's something missing from your goal-setting strategy, and it could mean the difference between meeting that goal and falling short. Stanford professor Bernard Roth, Ph.D., created the "design thinking" philosophy, which says you should approach goals in every aspect of your life (health related and otherwise) the same way designers approach real-world design problems. That's…
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UX is too important to be left to UX designers

UX is too important to be left to UX designers | Expertiential Design | Scoop.it
UX only works when everyone in your team is onboard. Here's how to rethink your job description with best practice user experience design in mind.

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Marc Stickdorn’s deck: #ServiceDesign and Startups: This Lean Agile Design Thingything

Marc Stickdorn’s deck: #ServiceDesign and Startups: This Lean Agile Design Thingything | Expertiential Design | Scoop.it
 
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Fast Company: This Is How You’ll Shop In 2020 #retail #customerexperience

Fast Company: This Is How You’ll Shop In 2020 #retail #customerexperience | Expertiential Design | Scoop.it
If you want to be happy, recent research suggests, you should spend your money on experiences, not things. It’s a wise sentiment, with income being a limited resource and all. You work hard for your paycheck. You want to get the most out of it. On the other hand: Shopping is fun! Thanks to the…
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The Human Centered Design Guidebook Every Designer Must Read by Amplero’s Head of UX Design Dave Landis - UX Motel

The Human Centered Design Guidebook Every Designer Must Read by Amplero’s Head of UX Design Dave Landis - UX Motel | Expertiential Design | Scoop.it
With a vast amount of experience under his belt in various subfields of user experience, Dave Landis shares his knowledge about the world of user centered design.

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Gil Press: Top 10 Hot Artificial Intelligence (AI) Technologies

Gil Press: Top 10 Hot Artificial Intelligence (AI) Technologies | Expertiential Design | Scoop.it

The market for artificial intelligence (AI) technologies is flourishing. Beyond the hype and the heightened media attention, the numerous startups and the internet giants racing to acquire them, there is a significant increase in investment and adoption by enterprises. A Narrative Science survey found last year that 38% of enterprises are already using AI, growing…


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User Research is Overrated

User Research is Overrated | Expertiential Design | Scoop.it
Up-front User Research is a form of Product Procrastination. It’s busy-work, it’s a way to avoid making hard decisions. It delays the need to make something tangible. I know I shouldn’t be saying…

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How would you define the role of Design in building a Product? – Product Disrupt Blog

How would you define the role of Design in building a Product? – Product Disrupt Blog | Expertiential Design | Scoop.it
Majority of us now understand the vitality of design in building a digital product and to see it succeed. It’s no longer a secret that the products designed better are now market leaders in their…

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Proto-journey: A Lean UX Customer Journey Map

Proto-journey: A Lean UX Customer Journey Map | Expertiential Design | Scoop.it
Customer journey maps with the intent of proto-personas In Using Proto-Personas for Executive Alignment, Jeff Gothelf writes: “Proto-personas give an organization a starting point from which to begin evaluating their products and to create some early design hypotheses. They’re also helpful in initiating and reinforcing corporate awareness of the customer’s point of view to ensure it’s included in strategic planning.... Read More →

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Deloitte University Press Global human capital trends Rewriting the trends for the #digital age #hr #futureofwork

Deloitte University Press Global human capital trends Rewriting the trends for the #digital age #hr #futureofwork | Expertiential Design | Scoop.it
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Six Ways Marketers Are Beating #Disruptions with Technology | Research #Infographics #digital

Six Ways Marketers Are Beating #Disruptions with Technology | Research #Infographics #digital | Expertiential Design | Scoop.it
New research from the ANA reveals how marketers are dealing with industry disruptions using technology. Source: Six Ways Marketers Are Beating Disruptions with Technology | Research Infographics | Research Studies | All MKC Content | ANA
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Shape Magazine: How to Use #DesignThinking to Hit Goals

Shape Magazine: How to Use #DesignThinking to Hit Goals | Expertiential Design | Scoop.it
There's something missing from your goal-setting strategy, and it could mean the difference between meeting that goal and falling short. Stanford professor Bernard Roth, Ph.D., created the "design thinking" philosophy, which says you should approach goals in every aspect of your life (health related and otherwise) the same way designers approach real-world design problems. That's…
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Sustainable Design | UX Booth

Sustainable Design | UX Booth | Expertiential Design | Scoop.it
The international scientific consensus is that the negative impacts of global warming are being felt now, and forecasts are grim. Only organized global action will stave off the worst. James Christie, a speaker at IA Summit 2017, explains how UX designers can make their own contribution in this fight against climate change.

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How Bristol embraced the IoT and why it's succeeding as a Smart City - IoT Tech Expo

How Bristol embraced the IoT and why it's succeeding as a Smart City - IoT Tech Expo | Expertiential Design | Scoop.it
You may have come across a feature about why Bristol is the best place to live in the UK, but how are they using IoT to help them succeed?

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Dan Roberts's curator insight, March 8, 7:01 AM
Some insights into Bristol's smart city project...
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Shouting To Be Heard!

Shouting To Be Heard! | Expertiential Design | Scoop.it

If we want our ideas to be embraced, we have 2 choices:


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Eric_Determined / Eric Silverstein's curator insight, March 5, 7:12 PM
Trying to make your brand heard?

2 choices, which one do you think will yield greater results:

1. We can shout to be heard
2. We can listen to understand


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UX Research Cheat Sheet

UX Research Cheat Sheet | Expertiential Design | Scoop.it
User research can be done at any point in the design cycle. This list of methods and activities can help you decide which to use when.

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Hacking Product Design

Hacking Product Design | Expertiential Design | Scoop.it
The seasoned PM turned VC, Josh Elman argues that the key question that product people should ask, is “how many people are really using your product?” Elman points out that most of the fluffy numbers…

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The Truth About #CustomerExperience #customerservice

The Truth About #CustomerExperience #customerservice | Expertiential Design | Scoop.it

  Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts…


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This is why user experience is more important than price

This is why user experience is more important than price | Expertiential Design | Scoop.it

When was the last time you went into a store and purchased something? Perhaps you were just running into the store to pick up a quick snack. Chances are that prior to even the simplest of shopping decisions, you consulted the internet. Whether shoppers are looking for information on prices, reviews, quality or the general…


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How Do People Use Virtual Assistants on Their Smartphones?

How Do People Use Virtual Assistants on Their Smartphones? | Expertiential Design | Scoop.it
Usage varies by generation

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You Need to Manage Digital Projects for Outcomes, Not Outputs

You Need to Manage Digital Projects for Outcomes, Not Outputs | Expertiential Design | Scoop.it

When is a project finished? For most of us, it seems pretty simple: when we ship the product or launch the service. But we need to take a step back and consider what “done” really means.Most teams in business work to create a defined output. But just because we’ve finished making a thing doesn’t mean that thing…


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